Museum Technology Support Engineer

National Geographic Society•Washington, DC

22d•$80,750 - $85,000•Onsite

About The Position

The Museum Technology Support Engineer is a hands-on technical role focused on customer experience, operational uptime, and technical excellence. This position is responsible for configuring, securing, deploying, administering, and supporting hardware and software for the Museum's ticketing, retail point-of-sale (POS), food and beverage, and other related systems. The Engineer contributes to and implements processes for delivering world-class technical support, with an emphasis on the reliability of revenue-generating operations and exceptional guest service. This position requires hands-on technical experience to work collaboratively with internal colleagues and vendors to support solutions that meet the Museum's business goals and are consistent with security policies and industry best practices, including PCI compliance. This role will contribute to a culture of teamwork, operational discipline, and a customer-centric focus through technical knowledge and demonstration of a high standard for support. Key responsibilities include collaborating with staff and vendors, providing high-level technical support, and contributing to a cycle of continuous improvement for a stable and reliable operating environment. This position reports to the Senior Manager, Museum Technology Support, and requires working evening or weekend shifts to support Museum operations and special projects.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related discipline. Certifications and equivalent experience in related areas will be considered.
At least three years of experience performing hands-on work supporting enterprise-level ticketing, point of sale, hospitality, or similar systems.
Solid experience supporting revenue-generating IT systems and related hardware, including: computer equipment (Mac, Windows, and Android), network connectivity, POS terminals, self-service kiosks, payment card readers, barcode scanners, and receipt printers, or similar systems.
Experience with enterprise-level ticketing and POS software platforms or similar systems, including a functional understanding of integrations with other critical business systems.
Familiarity with deploying and supporting end-user devices and critical systems in a high-volume, public-facing environment.
Experience working within operational service levels for enterprise systems, utilizing service level objectives and KPIs.
Working knowledge of PCI Data Security Standard (PCI-DSS) requirements.
Solid oral and written communication skills, and ability to interact in a dynamic environment subject to changes in schedules and priorities, while maintaining a positive collaboration approach with teams across organizational lines.
Excellent customer service, troubleshooting, and problem-solving skills.

Nice To Haves

Experience in a museum, cultural institution, hospitality, or retail environment is preferred.
ITIL certification and/or experience with IT Service Management is a plus.

Responsibilities

System Reliability : Proactively monitors the operational integrity of all ticketing and POS systems, assisting in optimization for maximum uptime.
Troubleshooting: Provides hands-on technical support and problem resolution for ticketing, POS, and integrated business systems.
Incident Management: Responds to technical incidents, encompassing network connectivity failures, enterprise system outages, and disruptions to critical business system integrations.
Operational Support : Delivers dedicated, hands-on support to maintain operational continuity, particularly during high-impact critical periods or major organizational events.
Compliance and Security: Ensures rigorous adherence to internal information security policies, specifically the PCI Data Security Standard (PCI-DSS), for all supported processes, hardware, and systems.
Documentation and Knowledge Management : Develops, documents, and maintains Standard Operating Procedures (SOPs) to standardize support and maintenance processes.
Metrics: Logs and tracks incident data and resolution metrics to assist in reporting on overall system health.
Participates in assigned technical projects, including system upgrades, hardware deployments, and new feature rollouts.
Collaborates across IT and with Museum operational teams in the implementation of new functionality, systems, and services.
Performs assigned ITIL roles related to incident management, change management, and problem management.
Other Duties as Assigned (5%)

Benefits

medical, dental, and vision insurance
engaging and comprehensive wellness program
401(k) retirement savings plan with matching contributions after 6 months of employment
flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave
12 paid holidays and a paid winter break between December 25 and 31
paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits
learning and development opportunities
Lifestyle Spending Account
pet adoption assistance and insurance
pre-tax transportation benefits with a generous employer subsidy
employer-paid life insurance and disability benefit
a variety of National Geographic discounts and perks